The Service Desk Technician II is part of the Information Technology Service Desk Team and is the direct support for the installation, maintenance and troubleshooting of desktop computers, laptops, printers and network services. This position is the first point of contact for users who contact the service desk team through phone, email and ticketing system to ensure that users receive appropriate assistance, status updates and resolution in a timely manner. The Information Systems Specialist will assist in the installation, implementation, and upgrades of internal systems and maintain a tracking system for usage evaluation.
Utilizes ticketing system to communicate, document, schedule and prioritize issues for internal and off-site employees
Escalates advanced issues to appropriate team members or other teams. Notifies user of escalation through status updates
Maintains records and inventory of computers, hard drives, monitors, RSA tokens, travel laptops and other computer accessories
Updates documentation for self-help instructions, standard operating procedures and technical guidelines relating to IT
Completes daily service desk activities monitoring ticketing system and providing support to remote users, VPN, Microsoft Office, Windows and Mac OS support, iPhones, desk phones, tablets, local/network printers, and any industry software
Responsible for Windows & Mac imaging of computer systems, setting up new hire employees with equipment & gathering of equipment from off-boarding employees
Provides support for on-site/off-site meetings, conference rooms and audio/video related support
Performs hardware support including installs, troubleshooting, basic repairs, printer maintenance, e-waste and responsibility for the storage and inventory tracking of new and used equipment; assists team with preparing for IT related projects with testing & deployments
Builds stable, productive internal/external working relationships using effective interpersonal skills. Demonstrates effective, clear, and concise written and verbal communication skills. Articulates solutions in an effective and cohesive manner
Develops professional expertise and understanding of the specialization; applies company policies and procedures to resolve a variety of issues and normally receives general instructions on routine work and detailed instructions on new projects/assignments
Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors
Other duties as assigned
Basic Qualifications (Required Skills & Experience):
High School Diploma or GED required; some College coursework / B.S. in Computer Science or related discipline preferred
Minimum of 2 - 5 years of relevant experience or equivalent combination of education, training, and experience
Computer industry certifications are preferred (CompTia Network+, Security+, Microsoft, VM, Cisco)
Demonstrates strong customer service for phone and face-to-face interaction
Effective, clear, and concise written and verbal communication skills; articulates solutions in an effective and cohesive manner
Other Qualifications & Desired Competencies:
Demonstrates effective analytical, problem-solving, interpersonal, time management, organizational & interpersonal skills
Ability to excel in a fast-paced, deadline-driven environment, where small teams share a broad variety of duties
Displays strong initiative and drive to accomplish goals and meet company objectives
Takes ownership and responsibility for current and past work products
Is committed to learning from mistakes and driven to improve and enhance performance of oneself, others, and the company
Focuses on teamwork and puts the success of the team above one's own interests
Ability to work in an office environment (Constant)
Ability to safely lift up to 50 lbs. and carry/move objects of varying shapes and sizes (Occasional)
Required to stand and sit for long periods (Frequent)
Required to talk, hear, and use hands and fingers to operate a computer and telephone keyboard (Constant)
The salary range for this role is:
$27 - $41
AeroVironment considers several factors when extending an offer, including but not limited to, the location, the role and associated responsibilities, a candidate's work experience, education/training, and key skills.
This position requires access to information that is subject to compliance with the International Traffic Arms Regulations (“ITAR”) and/or the Export Administration Regulations (“EAR”). In order to comply with the requirements of the ITAR and/or the EAR, applicants will be asked to provide specific documentation to verify U.S. person status under the ITAR and the EAR. A “U.S. person” according to their definition is a U.S. citizen, U.S. lawful permanent resident (green card holder), or protected individual such as a refugee, or asylee. See 22 CFR § 120.15. Some positions will require current U.S. Citizenship due to contract requirements.
Benefits : AV offers an excellent benefits package including medical, dental vision, 401K with company matching, a 9/80 work schedule and a paid holiday shutdown. For more information about our company benefit offerings please visit: https:// www. avinc.com/myavbenefits.
We also encourage you to review our company website at https:// www. avinc.com to learn more about us.
Principals only need apply. NO agencies please.
Who We Are
Based in California, AeroVironment (AVAV) is a global leader in unmanned aircraft systems (UAS) and tactical missile systems. Founded in 1971 by celebrated physicist and engineer, Dr. Paul MacCready, we've been at the leading edge of technical innovation for more than 45 years. Be a part of the team that developed the world's most widely used military drones and created the first submarine-launched reconnaissance drone, and has seven innovative vehicles that are part of the Smithsonian Institution's permanent collection in Washington, DC.
Join us today in developing the next generation of small UAS and tactical missile systems that will deliver more actionable intelligence to our customers so they can proceed with certainty – and succeed.
What We Do
Building on a history of technological innovation, AeroVironment designs, develops, produces, and supports an advanced portfolio of unmanned aircraft systems (UAS) and tactical missile systems. Agencies of the U.S. Department of Defense and allied military services use the company's hand-launched UAS to provide situational awareness to tactical operating units through real-time, airborne reconnaissance, surveillance, and target acquisition.
AeroVironment Incorporated is an equal opportunity employer, M/F/D/V and works in compliance with both federal and state laws. We are committed to the concept regarding Equal Employment opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, marital status, medical condition nor disability, genetics, veteran and all others that may apply.
U.S. Citizen, U.S. Permanent Resident (Green Card holder) or asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3) required.